#Japan #Tokyo #Lotte Group #Compass QA #Appirits

Empowering Customer Support with Generative AI

In recent years, the global trend has shifted significantly towards self-service channels, with studies indicating that 65% of customers utilize self-service for simple inquiries. Similarly, domestic surveys show that about 60% of individuals who reach out for help find solutions on their own. This evolution has transformed FAQs from mere cost-cutting tools into essential first touchpoints that significantly affect customer experience and brand loyalty.

Responding to this trend, Appirits has implemented a generative AI project for the customer support operations of Lotte Group's official online mall. The initiative began with analyzing historical inquiry data, allowing the expansion of FAQ content to address frequently asked questions. Subsequently, Appirits introduced its Compass QA product, which combines generative AI and FAQ systems to create an efficient environment where customers can swiftly find accurate answers to their inquiries.

The project aims to continuously measure the effectiveness of the new system, making ongoing improvements while enhancing customer convenience, alleviating pressures on Lotte Group's customer support team, and driving efficiency in operations.

Understanding the Role of Generative AI in FAQ Systems

One of the primary challenges customers face when using FAQs is the lack of an efficient search system. By implementing an FAQ search system, businesses can significantly enhance customer experience by enabling users to solve their problems independently, thus reducing the workload on customer support teams and improving service quality.

However, the introduction of such systems can still lead to mismatched search keywords, preventing customers from accessing the answers they need. For example, a search for “I want to change the delivery address” might yield no results, while similar queries such as “I want to change the shipping address” or “I want to alter my order’s destination” may successfully return the desired information.

To resolve this issue, it's crucial to enhance the precision of search results. Appirits’ Compass QA system automatically predicts user intent and generates questions using generative AI, reducing the manual effort required to analyze customer inquiries. This innovation allows users to reach accurate answers that traditional FAQ searches might overlook, effectively improving the site's usability.

Through this system, site administrators can enhance the customer experience while simultaneously reducing the strain on their customer support operations.

The Generative AI Project for Customer Support

At Appirits, ongoing efforts are focused on using generative AI to enhance customer support processes. The company commits to working closely with stakeholders to improve results based on these initiatives.

Appirits' Dedication to AI Implementation

Appirits fervently promotes the utilization of generative AI for various applications, aiming to enhance their products and improve their clients' operational processes, alongside providing internal support for the technical implementation of AI. Drawing from successful examples of AI usage within the company, they strive to assist clients in addressing business challenges effectively.

Discovering Lotte Group's Official Online Mall

Lotte Group's online mall offers a wide array of products, including confectioneries and ice creams, in addition to items from various Lotte Group companies. Unique offerings such as the opportunity to create custom Koala’s March snacks further enhance the mall’s distinctiveness.

Visit the online mall here.

About Appirits

Guided by their philosophy of embodying 'The Internet Company', Appirits aims to deliver beloved internet services, adapting to the digital transformation era. By leveraging evolved digital technologies, they are committed to transforming customer services and enhancing people’s lives.

Company Overview
Name: Appirits Inc.
Location: Shibuya Sakura Stage, 24th Floor, 1-1 Sakuragaoka-cho, Shibuya-ku, Tokyo 150-6224
Founded: July 2000
Business Description:

• - Planning and operation of various web services
• - Consulting and access analysis for web services
• - Development and sales of web service packages and ASP
• - Contract development of various web service systems
• - Infrastructure construction, maintenance, and monitoring for web services
• - Planning, development, and operation of online games